Job Description

The Operational Systems Analyst role provides Tier 2 support for the CXM Resolvers Team. You will support incidents and tasks, troubleshoot workflow issues and timesheets stuck in review, author and update process documentation, analyze tickets, and handle other ad hoc tasks. You will work in a team setting, sharing information, collaborating, and assisting other team members. You have a desire to provide top-tier customer service and a desire to be part of a larger team, engaging with broad challenges and plans. 

The Systems Analyst reports to the Manager, Operational Systems. You will work with a team of geographically distributed Merkle staff. This is a remote role.

Responsibilities:  

You will troubleshoot and support on our CXM Resolvers Team with user tickets for enterprise and operating systems we use like D365, Workday, Concur and Workfront 

You will move technical incidents/tasks to resolution within Service level agreement/OLA timeframe

You will provide incident and task support for assigned operational platforms 

You will identify causes and fix or train users 

You will meet with resources from multiple teams to resolve common issues and find proactive responses 

You will prioritize multiple incidents and tasks while adapting to changing business conditions 

You will document standard operating procedures for repeatable tasks  

You will identify areas in need of improvement and develop a solution that addresses those needs